Measuring health services quality: Nurses’ perceptions and the SERVPERF scale

This study aimed to assess service quality in the health-care sector by employing the SERVPERF scale, with a particular focus on the perceptions of nursing staff, which have a significant impact on patient care. Utilizing the SERVPERF scale, this research investigates the perceived quality of health services in hospitals and examines the predictors of service quality based on the scale’s dimensions and items. The five dimensions under consideration include tangibility, reliability, responsiveness, empathy, and assurance. The data were collected from a sample of 214 nurses who completed the research survey to determine their perception of service quality. The questionnaire demonstrated high reliability, with an overall Cronbach’s alpha value of 0.72. The study was conducted in private hospitals situated in Yemen’s largest city. The findings revealed that the dimensions of health-care service quality were highly rated, with the safety dimension scoring the highest and the reliability dimension scoring the lowest. These results have significant implications for measuring health-care service quality. Although the study is limited by the use of a sample from five hospitals in nursing departments, the findings offer valuable insights for health-care sector leaders to assess service quality in hospitals.